GRAY MATTERS

Online store for Gray Matters shoes. Shipping worldwide

CONTACT

CUSTOMER SERVICE

Hours: Mon-Fri 10am-6pm EST

Email: hello@graymattersnyc.com
Phone: +1 (929) 295-0303


SHIPPING & PROCESSING

ORDER PROCESSING

Orders placed before 12pm EST will be shipped out the same day. Any orders placed after 12pm EST will be shipped the following business day. Once the package has shipped, you will receive an automated email containing tracking information.

Please note that we do not process or ship orders on weekends or holidays, and we cannot ship to P.O. boxes or APO addresses. Signature upon delivery is not required. Gray Matters is not responsible for any loss or liability or damage that may result from leaving your package at the shipping address without a signature. Please contact hello@graymattersnyc.com if you would like to add a required signature to your delivery.

DOMESTIC SHIPPING

Shipping within the United States is free. Please note that the posted shipping time frame, if provided, may vary from item to item:

  • USPS Priority Mail: 1-3 days after processing

  • UPS Ground: 1-5 days after processing

  • UPS 2nd Day Air: 2 days after processing

INTERNATIONAL SHIPPING

International shipping is currently available worldwide via DHL. We offer express shipping to Canada for $25. All international orders, excluding Canada, will cost $35 for one pair of shoes. Additional pairs will increase the shipping cost by $5 per pair.

PAYMENT METHODS

Gray Matters accepts the following payment methods:

  • Credit cards: Visa, MasterCard, Discover, American Express

  • PayPal

  • Apple Pay

  • Gift cards purchased from graymattersnyc.com

Gray Matters does not accept checks, cash, money orders, or orders taken over the phone.

DUTIES/TAXES

Sales tax will be charged on orders shipping to the New York State. For pre-ordered products, the sales tax will be charged at such time as the product is ready for shipment. No other tax or import duty will be applied to orders shipped within the US.

All international orders are shipped on a DDU (Delivery Duty Unpaid) bases, meaning your order may be subject to local taxes and/or import duties, which are levied by your local customs authority. Product prices are displayed exclusive of all taxes and duties. We are unable to calculate the exact amount of duties and taxes your order will incur, as these charges are imposed directly by the Ship To country.

Duties and customs tariffs are set by the local government and determined based on a combination of the country of origin/manufacturing of the goods purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the local government. The amount of applicable duty, tariffs and taxes will vary based on the product ordered and the specific rates set by the local government.

MODIFICATIONS/CANCELLATIONS

If you would like to modify or cancel your order, please send a request to hello@graymattersnyc.com as soon as possible. We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.

INCORRECT/DAMAGED ORDERS

In the unlikely event that your order is processed incorrectly or your item(s) arrived damaged, please email hello@graymattersnyc.com as soon as possible to let us know. We ask that you include photos of the incorrect/damaged merchandise for our reference.

Gray Matters does not take responsibility for damaged items purchased through third party retailers.



RETURNS & EXCHANGES

DOMESTIC ORDERS

Gray Matters is pleased to offer complimentary returns and exchanges for new and unused products from customers in the US within 14 calendar days from the order delivery date. Items marked Final Sale or made using store credit are not eligible for return.

RETURNS

Returns are free for full price items. If shoes are on sale or purchased with a discount code, we will deduct $8 from the refund amount.

EXCHANGES

All orders are eligible for one free exchange, unless the item(s) is marked Final Sale. Additional exchanges will be charged $16.

HOW TO RETURN OR EXCHANGE

If you are not happy with your purchase, send us a return request at hello@graymattersnyc.com using the subject: "request exchange" or "request return" and the order number. We will email you a prepaid return label. We cannot process any returns shipped directly to us without a return request.

Items must be shipped to our warehouse within 7 days of the return label receipt.

As soon as we receive and inspect the return, we will ship your alternative choice or issue a refund to the original method of payment. Please allow up to 5-7 business days for the refund to appear on your bank statement.


REFUSED PACKAGES

If an item is returned to us because a customer refused to receive the package, Gray Matters will seek to recover from the customer all costs or any fees incurred. Gray Matters is not responsible for refunding the value of returned goods that have been refused by customers.


INTERNATIONAL ORDERS

Gray Matters is pleased to accept international return or exchange requests within 14 calendar days from the order delivery date, however the customer will be responsible for all shipping fees incurred. Items marked Final Sale or made using store credit are not eligible for return.

HOW TO RETURN OR EXCHANGE

If you are not happy with your purchase, contact us at hello@graymattersnyc.com using the subject "request exchange" or "request return" and the order number. We cannot process any returns shipped directly to us without a return request.

Once you have received a return/exchange request confirmation email from us, please return the product to the following address and respond to the confirmation with tracking information so that we can track its progress: 

GRAY MATTERS - ATTN: RETURNS

67 West Street #501

Brooklyn, NY 11222

All returns must be shipped back to us within 7 days of return/exchange email confirmation.

As soon as we receive and inspect the return, we will ship your alternative choice or issue a refund to the original method of payment. Please allow up to 5-7 business days for the refund to appear on your bank statement.


REFUSED PACKAGES

If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, Gray Matters will seek to recover from the customer all costs or any fees incurred. Gray Matters is not responsible for refunding the value of returned goods that have been refused by customers.


RETURNED ORDERS CONDITION

All orders must be returned in the original packaging, including any boxes and other signature packaging materials. Shoes must be tried over a carpeted surface to prevent any scratches to the soles. Shoes returned without the original box and shoe bag, a damaged box, or marked soles will not be accepted. A refund will not be issued or the exchange will not be sent.

FINAL SALE

The following items are deemed Final Sale and are not eligible for return or exchange:

- All sale items purchased at 50% off or more (any items that are deemed Final Sale will be clearly marked on the product page)

- Items purchased using a coupon code that generates a final price equivalent to a 50% markdown

- Items purchased with store credit



OUT OF STOCK & PRE-ORDERS

If your favorite full price style is sold out you can click on the OUT OF STOCK button and send us a restock request. We will let you know if the product will be restocked and by when. If it will be restocked, you can pre-order with a 50% deposit, exclusive of shipping fees and taxes. We will email you a digital invoice and the deposit can be paid via credit card clicking on the link that appears on the email.

Once the pre-order is accepted and the deposit paid, we will not be able to make changes or cancel the order until you receive the products. This includes size changes, style changes, quantities, etc. We will charge the remaining 50% of the amount due, plus eventual shipping fees and taxes at such time as the product is ready for shipment. As soon as the product ships to your destination, we will email you the tracking number.